Service Analytics

Service Analytics

Service Analytics

ServiceNow®Service Analytics enhances Event Management with alert data analysis and
alert aggregation for technical services, manual services, and alert groups. It also provides
root cause analysis (RCA) for business services discovered by Service Mapping and for manual
services.

With Service Analytics, you can do the
following:

Aggregate alerts.

Correlate alerts according to timestamps and CI identification
creating automated alert groups. This helps organize incoming real-time alerts, and
reduce alert noise. An operator can then easily identify related issues across the
data center, in the context of services.

Apply RCA to identify the root cause CI and associated discovered business services or
manual services that the initial root alert was generated for.

Service Analytics identifies root
cause CIs for discovered business services and for manual services, and then
aggregates similar alerts from the root cause CI and from its related CIs into an
automated alert group. An operator can drill down and determine which CIs and alerts
are affecting discovered business service and manual service health.

Correlates alerts based on CIs' relationships in the CMDB, creating CMDB alert
groups.

Visualize the correlation between alerts, services, and root cause CIs for discovered
business services and for manual services in a service map.

Automatic analysis of alerts by Service Analytics requires the use of identifier attributes (metric_name by default). You need to create an event rule to ensure that these attributes are populated properly.

Service Analytics alert aggregation learns the alerts and then forms patterns based on a set of alert and CI attributes. You can specify the set of CI and alert attributes that will be used as the pattern identifier attributes for learning patterns, that will result in alert groups that are meaningful in your environment.

Service Analytics correlates alerts into automated alert groups that represent the underlying event data. Automated alert groups are displayed in the alerts console and in the Event Management dashboard.

Service Analytics groups alerts by using different methods of correlation. For CIs without historical data, Service Analytics correlates alerts based on CIs' relationships in the CMDB. CMDB alert groups are displayed in the alert console and in the Event Management dashboard.

For alerts associated with discovered business services or manual services, Service Analytics implements root cause analysis (RCA) to identify the CI that is the underlying root cause in an automated alert group.